Customer Service Specialist

Job Description:

American Eagle is the global leading denim brand. Our aim is to be the world’s number 1 denim brand. As we continue to grow, we are looking for a dedicated and proactive Customer Service Specialist to join our expanding team in Amsterdam.

Working closely with operations and reporting directly to the E-commerce Manager, you will manage customer inquiries, resolve issues, and ensure a seamless experience for our European customer base. This is a fantastic opportunity to contribute to a global brand and make a real impact on the customer experience.

Tasks

Objectives of this role:

Drive a seamless customer experience that creates positive sentiment for our brands.

Develop in-depth knowledge of our offerings and provide informative support and tailored recommendations to customers.

Maintain accurate records of customer interactions and steps taken to resolve issues.

Key Responsibilities:

Manage customer conversations and respond to customer inquiries via email, chat, and social media promptly and professionally.

Resolve customer issues efficiently, maintaining high standards of service.

Manage orders, returns, and customer requests using Shopify and Gorgias.

Proactively take steps to enhance the customer experience.

Share relevant customer feedback to help us improve our offerings.

Evaluate our customer support processes, devise improvements, measure results, and iterate.

Maintain accurate records and assist with reporting as needed.

Requirements

Requirements:

1–3 years of experience in customer-facing role, preferably in retail or fashion.

Experience with Shopify and Gorgias.

Strong written and verbal communication and problem-solving skills.

Ability to handle high volumes of customer inquiries with professionalism.

Friendly and empathetic demeanor.

Ability to respond to customer questions using social media.

Ability to collaborate across departments and teams.

Ability to communicate in more than one language - Fluent in English; additional languages such as Dutch, German, or French are a plus.